How to engage with support

As an authorized user, you can open and manage support cases with Red Hat Support.

  1. 1

    Access our support application

    While logged in, you’ll see a link for Support Cases at the top of every page. After clicking, you’ll be taken to our support application. If you’re on the Customer Portal’s homepage, you can also directly open a case by clicking on Open a support case shown in the image.

    Please note: Only authorized users on your account have access to this application.

    Customer Portal homepage
  2. 2

    Start a new case

    After opening the application, you’ll see a list of support cases that are associated with your account. From here, click on Open a case shown on the right.

    After starting a case, first define a category that best describes your issue.

    Support case search
  3. 3

    Summarize the problem

    Now that your case is categorized, briefly summarize your problem and then select a product and version.

    Before continuing with your case, take advantage of our curated content, as well as, recommendations based on the information you’ve provided.

    Summarize your issue
  4. 4

    Provide more information

    If you couldn’t find a solution based on your summary and product, elaborate on your issue for a faster resolution.

    As you provide more information, you’ll notice that top recommendations shown in the sidebar increase in accuracy. Continue to check for related solutions to save valuable time.

    Provide more information about your issue
  5. 5

    Attach diagnostic files

    Attaching logs, sos reports, or other diagnostic files is highly recommended, and on average, results in faster resolution times.

    Recommendations will continue to increase in accuracy if you submit a file.

    Upload files for a faster resolution
  6. 6

    Fill out case management information

    Select a support level and an accurate severity, send notifications to any interested parties, and define your preferred language to better route your case.

    If your account has group permissions, you can select an existing group to restrict visibility to its members. Anyone excluded from this group will not be able to view your case.

    Fill out case management information
  7. 7

    Review and submit

    Review and edit your information. Notice that recommendations are still accessible from the sidebar. After submitting your information, you’ll be assigned a case ID to use as a reference.

    You will also receive an email confirming that your case has been submitted.

    Review and submit your case
  1. 1

    Find a case

    After opening a case, you’ll see it included in the list of support cases that are associated with your account. From here, you can search and filter cases that your account has access to.

    Select a case from the table to view, edit, or engage with Red Hat Support.

    Find a case by searching or filtering
  2. 2

    View and edit case information

    After selecting a case, you can edit your summarized information or modify the status, category, and severity if anything changes.

    Keep in mind that top recommendations may have been updated based on additional info. Let us know if you find a solution before we can by commenting and updating your case status.

    Edit case information
  3. 3

    Collaborate with support

    While your case is active, our engineers may ask you additional questions to help narrow down the issue or symptoms. Respond under the discussion tab or by replying to email notifications that are received when a case has been updated.

    Attaching diagnostic files can give our support engineers a better understanding of your system and may help increase resolution time. You can also pin recommendations and view handpicked solutions from the support engineer assigned to your case.

    Please note that response times will be based on the support level and severity of your case.

    Collaborate with support
  4. 4

    Escalate a case

    If your issue becomes more severe or you feel as if your case isn’t being handled well, you can request an escalation to notify upper management. Be as specific as you can regarding your concerns, business impact, and expectations for our management team to effectively assist you.

    Your sales representative or Technical Account Manager (TAM) can also escalate on your behalf.

    Escalate a case